---
sourceDocument: Yokohama Proactive Service Experience Workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/proactive-service-exp-workflows

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Customize message files

# Customize message files for Proactive Service Experience Workflows {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customize the messages that provide instructions to the network engineers that are
working on network-initiated issues for different subcategories, levels of escalation, and
personas in Proactive Service Experience Workflows.

## Before you begin

Role required: admin

## About this task

Each subflow in Proactive Service Experience Workflows references a message file that provides instructions for agents to use to troubleshoot, escalate, and resolve network-initiated incidents. You can use the default message text,
or customize the text for your internal troubleshooting processes.

## Procedure

1. Navigate to AllSystem UIMessages.
2. Search for key values that contain <kbd class="ph userinput">sd_wan</kbd>.
3. Select the record with the text that you want to customize.
4. In the Message field, provide instructions for that subflow's subcategory, persona, and level of escalation.
5. Select Update.
{#configure-msg-file-taw__steps_o1f_cqg_5mb}

*[\>]: and then